Reservations Agent

Roles and responsibilities

Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel in accordance with established standards and scripts using the hotel’s reservations system; process reservations from the sales, reservations centers or travel agencies/wholesalers. Designate and apply appropriate travel agency commissions.
Up-sell rooms where possible according to established procedures to maximize hotel average room rate; utilize yield management strategies to ensure a full house whenever possible. Suggest alternate dates for sold-out periods.
Process cancellations, revisions and information updates on changes; process guest reservation requests for other hotels within the reservations system.
Stay abreast of current rates, rate changes and all promotions; assist in rooms forecasting. Complete daily logs according to established procedures.
Promote team work and quality service through daily communications and coordination with other departments. Notify sales of any group bookings.
May assist with other duties as assigned such running daily reports, e.g. the cancellation, booking, or arrival reports.
1. Managing Reservations:
Book Reservations: Handle inbound and outbound reservation requests via phone, email, online systems, or other channels. Make accurate bookings based on customer preferences and availability.
Confirm Details: Confirm booking details such as date, time, special requests, and pricing with customers to ensure all information is accurate.
Update Systems: Input customer details and reservation information into the reservation system or database, ensuring the system is updated in real-time for availability and accuracy.
Modify and Cancel Reservations: Make changes to existing bookings or cancel reservations as requested by the customer. Ensure all modifications are processed correctly and communicated with relevant departments.
Overbooking Management: Monitor and manage booking levels to avoid overbooking situations, resolving any issues with reservations if they arise.
2. Providing Customer Service:
Answer Inquiries: Respond to customer inquiries about availability, services, pricing, special offers, and booking procedures. Provide detailed and accurate information to help customers make informed decisions.
Suggest Alternatives: When a customer’s preferred option is unavailable, offer alternatives such as different dates, upgraded services, or special packages to meet their needs.
Customer Satisfaction: Address any customer concerns or complaints related to bookings, ensuring they are resolved in a timely and professional manner. Strive to exceed customer expectations to ensure repeat business.

Desired candidate profile

Experience in reservations beneficial but not essential
Hands-on approach with a can-do work style
Commitment to delivering exceptional guest service with a passion for the hospitality industry
Ability to find creative solutions taking ownership for duties and tasks assigned
Personal integrity, with the ability to work in an environment that demands excellence
Experience of working with IT systems on various platforms
Strong communication skills
Maintaining Knowledge of Services and Policies:
Product Knowledge: Stay up-to-date with the services and policies of the company, including pricing structures, room types, available amenities, and company procedures.
Familiarity with System: Be proficient in using the reservation system, ensuring that all bookings are processed accurately, availability is updated in real time, and the system is used effectively to manage customer requests.
. Handling Customer Issues:
Troubleshoot Problems: Resolve any issues that arise with reservations, such as double bookings, incorrect details, or service discrepancies, working with other departments to rectify the situation.
Provide Solutions: Offer alternative solutions to customers who have issues with their reservations, such as rebooking, adjusting pricing, or offering additional services to satisfy the customer.
Skills and Qualifications:
1. Communication Skills:
Verbal and Written Communication: Excellent verbal communication skills for interacting with customers by phone and email. Ability to convey information clearly, confidently, and courteously.
Active Listening: Ability to listen carefully to customer requests, understand their needs, and provide appropriate solutions.
Professionalism: Ability to maintain a professional tone and demeanor while managing customer inquiries and concerns.
2. Attention to Detail:
Accuracy: Attention to detail is essential in ensuring the accuracy of reservation information, dates, personal details, and payment information to avoid errors and confusion.
Data Entry Skills: Proficiency in inputting information into reservation systems or databases with a high level of accuracy.